--- sourceDocument: Brazil Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Explore # Exploring Virtual Agent {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Virtual Agent The ServiceNow Virtual Agent platform enables automated, AI-driven conversations within an intelligent messaging interface to assist users efficiently. It helps resolve routine issues and common requests, freeing agents and technicians to focus on complex tasks. The chat experience can be customized for different audiences and deployed across various common or custom messaging channels. Virtual Agent leverages large language models (LLMs) and AI to improve self-service capabilities and deflection rates. Show full answer Show less Developers can use the Assistant Designer tool to create, test, and monitor conversational topics, benefiting from LLM controls that simplify topic authoring. Analytics within Assistant Designer provide insights into bot performance. ## ServiceNow Otto for Virtual Agent ServiceNow Otto for Virtual Agent enhances the user experience by integrating AI Search with chat. This allows users to submit natural language queries that the LLM interprets to provide synthesized, actionable responses, including information searches and service catalog requests. Users have access to the Service Catalog within chat, enabling refined item requests (e.g., specifying product attributes) and the option to request new items. Enabling the generative AI experience for catalog requests offers a fully conversational interaction. ## AI Agents and Capabilities Virtual Agent supports AI agents that understand, reason, plan, and execute tasks using various tools such as conversational topics, catalog items, knowledge articles, and generative AI skills. It also supports multi-intent queries, handling multiple user intents in a single conversation. ## Availability and Licensing The Virtual Agent platform is available as a professional subscription included with the ServiceNow AI Platform®. Feature access depends on your license tier and may include generative AI skills, agentic workflows, and AI agents. Core functionality for creating and deploying conversations is provided via Assistant Designer and installed with the Glide Virtual Agent plugin. ## Key Features and Benefits * **Quick Setup:** Configure ServiceNow Otto for Virtual Agent rapidly via the Conversational Interfaces or AI Admin Hub consoles. * **No-Code Conversation Design:** Use a drag-and-drop graphical canvas to build and test conversations, with support for advanced branching and scripting. * **Multi-Channel Deployment:** Deploy on portals, mobile apps, Microsoft Teams, Slack, and other messaging platforms. * **Service Catalog Integration:** Provide users in-chat access to catalog items with multi-turn ordering and refinement capabilities. * **Seamless Escalation:** Transfer conversation history and context smoothly to human agents for issue resolution. * **Mid-Conversation Switching:** Allow users to switch topics or submit new queries in plain language within the same chat session. * **Performance Analytics:** Monitor and analyze assistant effectiveness within Assistant Designer. * **International Support:** Serve users in multiple languages with dynamic translation capabilities. ## Practical Implications for ServiceNow Customers ServiceNow customers can leverage Virtual Agent to improve user self-service experiences and reduce live agent workload by deploying AI-powered chatbots integrated with Service Catalog and knowledge bases. The platform's no-code design tools accelerate development and customization, while multi-channel and multilingual support enable broad deployment. Analytics tools help optimize performance, and seamless escalation ensures complex issues receive human attention promptly. The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Design and build automated conversations that use large language models (LLMs) and AI to improve deflection rates.{#exploring-virtual-agent__virtual-agent-desc2} ## Overview of Virtual Agent {#exploring-virtual-agent__section_ljr_bwy_1bc} Virtual Agent helps solve ordinary issues and delivers results for common requests, leaving your agents and technicians free to focus on more complex user issues. You can change the look and feel of the chat experience to suit each audience for your business, including running your chatbot in a variety of common or custom messaging channels. Use the Assistant Designer Analytics tab to monitor your bot's success. Your developers have access to large language model (LLM) topic discovery. Assistant Designer includes LLM controls that make topic authoring easier so that you can deliver self-service solutions more quickly. ## Virtual Agent and ServiceNow Otto for Virtual Agent {#exploring-virtual-agent__section_cgl_p4s_jkc} Virtual Agent refers to the Glide Virtual Agent plugin \[com.glide.cs.chatbot\]. ServiceNow Otto for Virtual Agent refers to the \[sn_nowassist_va\] plugin. Some of the original NLU and keyword functionality that comes with the Glide Virtual Agent plugin is planned for deprecation, and therefore the remaining topic discovery option is LLM discovery. For more information about NLU deprecation, see [(Legacy) Virtual Agent for NLU](https://www.servicenow.com/docs/QWVuxqPwov2xkrVTjeMk2g "Use ServiceNow Virtual Agent with Natural Language Understanding (NLU) topic discovery."). ## Search in ServiceNow Otto for Virtual Agent {#exploring-virtual-agent__section_hbz_nsp_fzb} ServiceNow Otto for Virtual Agent enhance the user experience by combining AI Search with chat. These skills can increase issue resolution in Virtual Agent and reduce deflections to a live agent. The following figure shows how the requester uses natural language rather than keywords in the chat. The LLM determines the most likely option based on the requester's input and sends a synthesized response with possible action items. Queries can apply to both information searches and service catalog requests. Figure 1. Example of standard chat's synthesized response with conversational and non-conversational catalog options ServiceNow Otto for Virtual Agent shows users the best possible answer to a query, in the form of actionable options displayed along with the results. The bot may generate answers based on what it found, or return actionable options or links. Users have the option to see more results as needed. ## Service Catalog access {#exploring-virtual-agent__section_hbz_nsp_fzb_dds} ServiceNow Otto for Virtual Agent also gives users access to available options in the Service Catalog. Users can request an item, such as a mobile phone. The user can then provide more information to refine the search. For example, they may refine their request to a blue 256-GB iPhone. They can even request a new item instead, all in the same conversation, and the generative AI creates its responses using natural language. For full catalog functionality in the chat window, enable the generative AI experience for catalog item request submissions. For more information, see [Configure ServiceNow Otto in Conversational Catalog Request](https://www.servicenow.com/docs/x_ig3NTvV6rlXRMiG2VDWQ "Speed up and provide a conversational and streamlined experience based on generative AI while submitting a catalog item request in Virtual Agent. Your organization can increase self-service and reduce operating costs."). ## AI agents in Virtual Agent {#exploring-virtual-agent__section_dd5_v4w_dfc} Virtual Agent supports AI agents. When a user asks a question in chat, an AI agent understands the query and can reason, plan, and execute using tools such as the following: * AI agents * Virtual Agent topics * Conversational actions and subflows * Catalogs * Knowledge articles * Generative AI skills {#exploring-virtual-agent__ul_t2q_c5z_1kc} Virtual Agent supports multi-intent queries with AI agents if there are associated AI agents per user query. ## Virtual Agent availability {#exploring-virtual-agent__section_blr_1zc_gmb} The Virtual Agent platform is available as a professional subscription that is automatically included with the ServiceNow AI Platform®. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). Assistant Designer provides all the core functionality for creating and deploying Virtual Agent conversations. Virtual Agent includes the following features, which are automatically installed with the Glide Virtual Agent plugin (com.glide.cs.chatbot): * Virtual Agent chat widget * Virtual Agent notifications * Conversational custom chat integration framework * Conversational Interfaces console for admin configuration {#exploring-virtual-agent__ul_pwd_3zf_xsb} ## Virtual Agent benefits {#exploring-virtual-agent__section_o3d_bf3_fwb} {#exploring-virtual-agent__table_t44_5mc_kzb__entry__3} | Benefit | Feature | User | |-|-|-| | Configure ServiceNow Otto for Virtual Agent in a few minutes, from either the Conversational Interfaces console or the AI Admin Hub console. | [Guided setup experience](https://www.servicenow.com/docs/CRpOhuc1tRDeraEeCZ0xUg "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants.") | virtual_agent_admin or admin | | Use a conversation designer to build and test conversations without scripting or advanced skills. Drag and drop elements on the graphical canvas to see the entire flow. Go further with branching, looping, and scripting. | [Assistant Designer Asset library](https://www.servicenow.com/docs/qOQICMWBk481tzqsg9dmAg "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.") | virtual_agent_admin or admin | | Deploy ServiceNow Otto for Virtual Agent on multiple portals using the chat widget, the mobile app, and Microsoft Teams. | [Assistants overview](https://www.servicenow.com/docs/CRpOhuc1tRDeraEeCZ0xUg "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants.") | virtual_agent_admin or admin | | Give users in-chat access to available options in the Service Catalog. | [ServiceNow Otto Multi-Turn Catalog Ordering skill](https://www.servicenow.com/docs/X4ZWDZ6dY07cN0L8SSOhfQ "ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.") | requesters | | Seamlessly transfer the entire conversation history and context to the right human agent so they can quickly address any escalations and resolve user issues. | [Escalate to human assistance](https://www.servicenow.com/docs/foBiIHs_XB6kg1UWmVpFnw "Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.") | virtual_agent_admin or admin | | ServiceNow Otto for Virtual Agent switch easily between requests, using plain language when new queries are made in the same conversation. | [Mid-topic switching during ServiceNow Otto for Virtual Agent conversations](https://www.servicenow.com/docs/vsm8hzO2fcAOcFZxyF1ssA "Mid-topic switching easily lets you switch between requests, using plain language whenever new queries are made in the same ServiceNow Otto for Virtual Agent conversation.") | requesters | | Analyze the performance of assistants in Assistant Designer. | [Analyzing assistants](https://www.servicenow.com/docs/flzPTb73gvJzlwXANjHBbg "Monitor, evaluate, and optimize the performance of your AI-powered assistants from the Analytics tab of the Assistant Designer.") | virtual_agent_admin or admin | | Connect to where your employees and customers already are---in web portals, Now® Mobile apps, and collaboration tools like Slack and Microsoft Teams, and any other popular chat or messaging app. | [Conversational Integration apps for Virtual Agent](https://www.servicenow.com/docs/6SaBE6FjKJ2VyS~WU5_kIg "Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and collaboration tools such as Slack, Microsoft Teams, and any other popular chat or messaging app.") | virtual_agent_admin or admin | | Serve your international Virtual Agent users, regardless of their language and locale. | [Dynamic Translation in Virtual Agent](https://www.servicenow.com/docs/nXV_OBaSgbohRXyA4IA8LQ "If your chat audience is diverse, you want to support them in their own language whenever possible. Use language detection combined with dynamic machine translation to meet that need.") | virtual_agent_admin or admin | [ ] {#exploring-virtual-agent__table_t44_5mc_kzb} Note: For developer training, go to the [Developer's Portal](https://developer.servicenow.com/dev.do) (login required). Navigate to LearnCoursesVirtual Agent. *[\>]: and then